Ickenham Carpet Cleaners Service Terms and Conditions

These service terms and conditions set out the basis on which Ickenham Carpet Cleaners provides carpet, upholstery, rug, and related floor-cleaning services in the United Kingdom. By making a booking, the customer agrees to these terms, which are designed to create a clear, fair, and practical agreement between the customer and the service provider. They should be read carefully before any appointment is confirmed. Where any part of these terms is unclear, the customer should ensure they are satisfied before the booking is completed.

These terms apply to all domestic and commercial customers unless a separate written agreement has been issued. The phrase “customer” means the person requesting the service, the property owner, tenant, occupier, or authorised representative who places the booking or accepts the service. The phrase “service” means any carpet cleaning, stain treatment, fabric care, deodorising, sanitising, or associated cleaning work undertaken by the company. Nothing in these terms affects your statutory rights as a consumer under UK law.

The company reserves the right to amend these terms from time to time, provided that the updated version applies only to new bookings or, where relevant, to future stages of an ongoing service. Customers are encouraged to review the terms before confirming an appointment. Continued use of the service after changes have been communicated will be taken as acceptance of the revised terms, to the extent permitted by law.

Booking process
Bookings may be made through the channels made available by the company at the time of enquiry. A booking is not confirmed until the company has accepted the request and, where required, a deposit or pre-authorisation has been received. The customer must provide accurate information when booking, including the type of flooring or fabric, approximate area size, access conditions, and any known issues such as persistent staining, water damage, or sensitive materials. False or incomplete information may affect pricing, treatment methods, or the ability to complete the work safely.

Once a request has been received, the company may provide an estimated price or a provisional quotation based on the information supplied. Any estimate is not binding if the actual condition of the site differs from the description given. The final price may be adjusted where extra work is needed, including heavy soiling, specialist stain removal, pet odour treatment, furniture moving, restricted access, or additional drying measures. If the customer does not agree to a revised price, the company may decline to proceed without penalty.

The customer is responsible for ensuring that the property is ready for the appointment at the agreed time. This includes ensuring reasonable access, adequate electricity and water supply where required, and the removal of fragile or valuable items unless the company has agreed in writing to handle them. If the customer asks the company to move furniture or objects, this is done only on a reasonable-efforts basis and at the customer’s risk unless otherwise agreed. The company may refuse to clean an item or area if it believes doing so would cause damage, contravene manufacturer instructions, or present a health and safety concern.

Payments and charges
All prices are stated in pounds sterling unless otherwise indicated. Quotes may be fixed, estimated, or subject to inspection. Where VAT is applicable, it will be included or separately identified in accordance with tax requirements. Payment is due on completion of the service unless an alternative arrangement has been agreed in writing in advance. The company may require a deposit before confirming a booking, particularly for larger projects, commercial work, or specialist treatments.

Accepted payment methods may include bank transfer, card payment, cash, or any other method stated by the company at the time of booking. The customer is responsible for ensuring that payment is made in full and cleared promptly. If payment is not received by the agreed deadline, the company may charge reasonable costs associated with recovery, to the extent permitted by law. Late or failed payments may also result in suspension of future bookings. The company does not release any obligation to pay simply because the customer is dissatisfied with a matter that does not amount to a breach of contract.

Any promotional offer, discount, or special rate is subject to stated conditions and may be withdrawn at any time before a booking is accepted. Discounts are not transferable unless specifically agreed. Additional charges may apply where the customer requests services outside the original scope, such as repeat visits, aftercare products, or out-of-hours attendance. Prices may also be revised if the customer changes the booking date, modifies the service specification, or fails to make the property available at the agreed time.

Cancellations, rescheduling, and missed appointments
The customer may cancel or reschedule a booking by giving reasonable notice. The amount of notice required may vary depending on the nature of the service, but the company expects customers to notify it as early as possible. Where a deposit has been paid, some or all of it may be retained to cover administration and reserved appointment time if cancellation occurs too close to the scheduled visit. This will be applied fairly and in line with consumer law.

If the company needs to cancel or change an appointment due to illness, equipment failure, adverse weather, access problems, or any other reasonable cause, it will make reasonable efforts to offer a new appointment at the earliest practical time. The company is not liable for consequential losses caused by such rescheduling, provided it acts reasonably and in good faith. Any cancellation rights under the Consumer Contracts Regulations 2013 may apply only where the booking is made at a distance and outside an exemption.

If the customer is not present at the agreed time and the appointment cannot proceed, or if access is unreasonably restricted, the company may treat the appointment as a late cancellation or a failed visit. In such cases, a charge may be applied to cover time, travel, and preparation costs. The company will consider each situation fairly, but repeated missed appointments may result in refusal of future bookings. Customers should inform the company promptly if any delay, building access issue, or site change is expected.

Liability and service limitations
The company will exercise reasonable care and skill in performing all cleaning services. However, the customer acknowledges that carpet, fabric, and rug cleaning can carry inherent risks, particularly where items are aged, previously damaged, heavily worn, incorrectly installed, or made from delicate materials. The company is not responsible for pre-existing faults, hidden damage, colour fading caused by prior wear, shrinkage resulting from manufacturing defects, or problems caused by unsuitable materials or poor prior maintenance.

Although the company uses methods and products considered appropriate for the surface being treated, no guarantee can be given that every stain, odour, mark, or contaminant will be completely removed. Certain substances may be permanent, may reappear after drying, or may worsen due to prior attempts at self-treatment. Results depend on material type, age, condition, and the nature of the contamination. The company may refuse to guarantee any specific outcome where doing so would be unreasonable or misleading.

The company’s total liability for any loss or damage arising from a service shall, where lawful, be limited to the amount paid by the customer for the specific service giving rise to the claim. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be excluded. Where the company is found liable for damage, it may choose to repair, clean again, replace, or compensate up to the stated limit, as appropriate and lawful.

Customer responsibilities
The customer must ensure that the area to be cleaned is safe and reasonably accessible. This includes notifying the company of pets, vulnerable occupants, alarms, security systems, or any hazards that may affect the work. The customer must also disclose any known risks such as previous flooding, pest treatment, mould, chemical contamination, asbestos suspicion, or underfloor heating issues. Failure to disclose such information may affect the quality of service and may increase the risk of harm or damage.

Where the customer requests that the company use particular products, methods, or settings, the company may decline if it believes the request is unsuitable or unsafe. The company is not obliged to follow instructions that would conflict with professional judgement, manufacturer guidance, or legal obligations. If the customer insists on proceeding contrary to advice, the company may require written confirmation that the customer accepts the associated risks, or it may withdraw from the job entirely.

Any keys, access codes, alarms, or temporary arrangements provided to the company will be handled with reasonable care. However, the customer remains responsible for ensuring adequate security measures are in place. The company is not liable for losses caused by third parties, faulty locks, pre-existing security issues, or circumstances beyond its reasonable control. If the customer authorises entry in their absence, they accept the risks associated with such access, subject always to mandatory legal protections.

Waste regulations, environmental handling, and disposal
Where the service produces waste water, removed debris, disposable cloths, containers, packaging, or other cleaning-related waste, the company will handle and dispose of such waste in line with applicable UK environmental requirements and waste regulations. The company aims to act responsibly and to minimise waste where reasonably possible. Waste will not be disposed of in a manner that would breach legal duties relating to duty of care, pollution control, or improper discharge.

The customer agrees that certain contaminants, residues, or removed materials may require specialist disposal if they are contaminated beyond ordinary domestic waste. In such cases, the company may suspend work, seek additional instructions, or apply supplementary charges where lawful and necessary. The company is not responsible for hidden hazardous substances in carpets, padding, or surrounding areas unless it has been expressly informed of their presence and has agreed in writing to manage them. Any waste identified as hazardous or regulated will be handled only in accordance with applicable law and safe working procedures.

If the customer asks for disposal of items outside the normal scope of carpet cleaning, such as damaged underlay, heavily contaminated textiles, or bulky waste, the company may refuse unless it is satisfied that it can lawfully collect and dispose of such material. The customer remains responsible for ensuring that waste presented for removal is lawful to handle and does not include prohibited substances, sharps, biohazards, or items requiring specialist licensed disposal unless previously agreed. Any such agreement will be subject to compliance with all relevant UK rules.

Complaints and remedy
If the customer is unhappy with any aspect of the service, they should notify the company as soon as reasonably possible and provide a clear description of the issue. Where appropriate, the company may request photographs, drying time, or an opportunity to inspect the affected area. The company will consider complaints fairly and may offer a return visit, partial refund, or other reasonable remedy if it concludes that a genuine service failure has occurred. No complaint will be considered an admission of liability unless confirmed in writing.

The customer must take reasonable steps to mitigate any loss or damage. For example, if a spill, staining issue, or equipment problem is noticed, the customer should avoid worsening the situation and should seek prompt assistance where appropriate. Delayed reporting may affect the company’s ability to investigate or remedy the issue. Any remedial service offered by the company does not extend or renew any warranty unless expressly stated in writing.

Force majeure
The company shall not be in breach of these terms where its performance is prevented or delayed by events beyond its reasonable control. These may include severe weather, transport disruption, power outages, industrial action, accidents, fire, flooding, government restrictions, supplier failure, or similar events. If such an event occurs, the company will take reasonable steps to minimise disruption and may reschedule the appointment without liability for indirect losses. Each party should act reasonably and communicate promptly if an unexpected event affects the booking.

Governing law and jurisdiction
These terms and any dispute or claim arising from or in connection with them shall be governed by the laws of England and Wales. Where the customer resides in Scotland or Northern Ireland, any mandatory local consumer rights or jurisdictional rules that apply under UK law will be respected. Subject to such mandatory rules, the courts of England and Wales shall have exclusive jurisdiction over disputes relating to the service, contract interpretation, or any alleged breach.

The parties agree that these terms are intended to be interpreted in a commercially sensible way that reflects ordinary expectations in the cleaning services sector. If any provision is found to be unlawful, invalid, or unenforceable, that provision shall be modified to the minimum extent necessary to make it lawful, or, if that is not possible, severed without affecting the remainder of the terms. The remaining provisions shall continue in full force and effect.

These terms constitute the entire agreement between the customer and the company in relation to the service, unless a separate written contract has been signed by both parties. No statement made before booking will form part of the contract unless it is expressly included in writing. Ickenham Carpet Cleaners may assign or subcontract part of the work where appropriate, provided it remains responsible for the service in accordance with these terms and applicable law.